Equiniti ICS

Customer Experience Executive

Equiniti ICS
Not Disclosed
0-1 Years Full Time
Chennai, Tamil Nadu, IN

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 0
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Job Description

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  • Responsible for quality checking and the compilation of data for complaint and trend analysis.
  • Assist the QC Workflow Manager in the analysis of quality data to identify and deliver coaching and best practice plans to increase efficiency of under performers.
  • Review any Operational Losses for root cause and use CAPA process where necessary ensuring actions are delivered to avoid future exposure.
  • Proactively drives improvements to quality performance within team and end to end process
  • Review complaints/conduct trend analysis of quality issues and deliver effective actions to avoid future occurrence.
  • To ensure both new recruits and experienced team members are appropriately trained, coached and motivated so that their individual and collective performance meets the current and future performance of the business.
  • Support the QC Workflow Manager in the management of the quality function as required.
  • Take ownership of resolution of any risks or issues identified and ensure QC Workflow Manager is fully aware of any ongoing issues
  • Work with the UK support team in minimising the number of referrals needed from Chennai to the UK.
  • Ensure that the operational unit works to support our quality policy, information security policy and all aspects of our Integrated Management System.
  • Support the team deliverable by undertaking a range of roles and tasks when required.
  • Pursue personal development of skills and technical knowledge to adapt to the changing business environment.
  • Provide feedback to individuals in a timely manner and ensure issues/lessons learnt are shared with the wider team
  • Ensure corrective actions are taken in a timely manner and seen through to completion
  • Achieve team average of 98% quality result for certified staff month on month
  • Motivation and efficiency of team members
  • Development of knowledge, competence and skills of self and team
  • Adherence to procedures, policies and Integrated Management System requirements
  • Quality of recommendations for continuous improvement
  • Effectiveness of change management and communication
  • Effective communication with team stakeholders.

Competencies and Experience

The candidate should demonstrate the following experience, skills and behaviours:

  • 9-12 months experience as a Senior processing executive in their respective transaction.
  • Deliver quality to our customers.
  • Drive to improve results and standards by working together as a team
  • Taking ownership and responsibility
  • Exhibit exceptional leadership skills with technical proficiency
  • Explains or presents information to individuals or groups in a structured, clear, confident and concise way avoiding the use of jargon.
  • Explains the reasoning behind what is being said to ensure understanding and acceptance.
  • Produces clear and concise reports and other written material (both draft and final form) usually of a detailed and sometime technical nature, which are understandable to those with or without knowledge of the subject matter.
  • Uses time management techniques to plan, manage and prioritise own and team s work effectively, making most efficient use of the time available.
  • Give constructive feedback in order to identify individual s development needs.
  • Maintain consistency and fairness throughout the process.
  • Has a very good understanding of the Group s overall aims, structures, policies and culture, together with a good knowledge of the policies, operations, systems and relevant strategies pertaining to specific areas of the business.
  • Able to assess the impact of change on products, systems, processes and people.
  • Develop and maintain relationships with key contact in all relevant areas.
  • Has a good understanding of the business environment in which Equiniti operates and of industry best practice.
  • Has a good awareness of the likely impact of economic, political, social and regulatory change on Equiniti s business and overall aims, including relevant IT industry developments.
  • Maintain an understanding of competitor services and initiatives and how they may be turned to advantage.

Skills Required: Trend Analysis, Processing Executive